The 4 Critical Considerations For Making Business Process Outsourcing Decisions

Delivering an exceptional customer experience through a business process outsourcing (BPO) provider requires paying closer attention to the infrastructure of the region or country where their operations will be outsourced. Customer service leaders struggle to improve BPO partner performance and help their partners act with urgency when in scenarios like adapting to high call volume. Historically, outsourcing partnerships have been primarily focused on cost efficiencies; however, providers often have capabilities in digital channels, adaptive work models, and innovation that could lead to a more strategic partnership and an improved customer experience. This complimentary service and support webinar explores four must have considerations when developing your request for proposal (RFP) process to identify BPO partners that will sustain your organization's future growth. You’ll gain insight into how to identify the right partner who will make a positive impact on your customer experience, through exploring the Gartner Outsourcing Assessment tool.

• Understand the regional impacts that deter a strong, capable provider from delivering best-in-class outcomes

• Learn how to partner with the BPO provider in using CX enhancing opportunities

• Explore a decision framework to assess the potential CX and effort required to outsource

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